Product Management Specialist II - Hyderabad

Product Management Specialist II

Are you a seasoned contact center technology expert who thrives at the intersection of hands-on technical work and team leadership? Do you excel at architecting solutions, mentoring talent, and driving innovation with platforms like Genesys and ServiceNow? If you're passionate about transforming customer experiences through cutting-edge technology, this role is for you.

We're seeking a Product/Program Manager – Assistant Manager to join our team. This is a dynamic role where you'll lead technical initiatives, guide a team of specialists, and shape the future of our global contact center technology platforms.

Work you'll do

As a Product Management Specialist II in the team, you will be responsible for:

Leading the design, configuration, and deployment of contact center technology solutions across platforms including Genesys Cloud and ServiceNow

Translating business needs into technical requirements, user stories, implementation plans, and platform enhancements

Managing day-to-day delivery activities for a team of Analysts and Senior Analysts, including prioritization, coaching, and issue escalation

Partnering with business stakeholders, vendors, and technology teams to support platform integration, production stability, and roadmap execution

Analyzing platform performance, identifying improvement opportunities, and driving automation and continuous improvement initiatives

The team

The team is responsible for the innovation, design, deployment, and maintenance of contact center technologies that serve Deloitte's member firms worldwide. We transform customer experiences using advanced platforms like Genesys Cloud, ServiceNow, conversational AI, and automation tools.

Our culture is collaborative, fast-paced, and built on continuous learning. We encourage initiative, value innovation, and maintain an unwavering focus on quality. By staying at the forefront of technology trends, we consistently deliver exceptional value to our internal clients across the globe.

Location: Hyderabad

Shift Timings: 11 AM to 8 PM or 2 PM to 11 PM

Required:

Bachelor of Engineering, Bachelor of Technology, or Bachelor of Computer Applications with a master's degree in technology or management

7-8 years of experience in contact center technologies, including platform configuration, deployment, and support

Experience with Genesys Cloud or Genesys PureConnect, including routing, interactive voice response, workforce management, reporting, or integrations

Experience with ServiceNow, including Information Technology Service Management and Virtual Agent

Experience leading or mentoring technical teams

Experience with programming or scripting in Python, JavaScript, or Visual Basic for Applications

Experience working with application programming interfaces and Agile or Scrum delivery methods

Preferred:

Experience with conversational artificial intelligence platforms such as Google Dialogflow, Amazon Lex, or Microsoft Bot Framework

Experience in a global shared services or global capability center environment

Experience with application programming interface integrations, webhooks, and cloud-based architecture

Experience supporting customer experience design or digital transformation initiatives

Genesys or ServiceNow certifications